Director, Customer Experience Product

Build Your Career with Ashley Furniture
- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business - we're a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience.

Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee:
Please login to your UKG account and apply using the internal job board.

Summary:

The Director of Customer Experience Product will own customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management. Working with your manager in the Customer Service/Experience Product department, you'll partner closely with operations, technology, digital commerce, and customer care teams to deliver high-impact features. You will translate customer pain points and service metrics into clear product requirements, prioritize the backlog, and drive end-to-end execution to reduce handle time, increase first contact resolution, and improve CSAT/NPS while strengthening reliability and lowering cost per contact.

Responsibilities:

* Own the Customer Service/Experience Product scope and roadmap across phone, chat, email, and web channels to improve reliability, reduce friction, and increase customer satisfaction

* Translate customer insights and service operations data into clear PRDs, user stories, and acceptance criteria that reduce handle time and improve first contact resolution

* Design and optimize CRM case management workflows (assignment rules, macros, escalations) and knowledge base structures to accelerate resolution and reduce transfers

* Implement and refine self-service capabilities (order tracking, returns/exchanges, FAQs) and IVR routing flows to increase self-service resolution and lower cost per contact

* Collaborate with internal stakeholders across technology, operations, and customer care to plan releases, remove roadblocks, and launch product increments on schedule

* Analyze performance metrics (CSAT, NPS, first contact resolution, average handle time, transfer rate, cost per contact) and use insights to prioritize the backlog and validate impact after release

* Map customer journeys and document service processes to identify bottlenecks, design improvements, and align teams on the end-to-end experience

* Partner with QA and operations to create test plans, execute UAT, and ensure defect-free launches with robust monitoring and rollback procedures

* Drive continuous improvement aligned to Ashley's mission by simplifying workflows, eliminating waste, and standardizing best practices across channels

* Create clear release notes, training materials, and change management plans to enable smooth adoption by customer care teams and minimize disruption

Qualifications required:

Education:

Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent practical experience

Experience

* 4+ years of experience in product management or customer experience/service product roles delivering non-AI service capabilities in retail, e-commerce, or consumer services

* Proven ability to design and ship improvements to CRM workflows, case management, IVR routing, and self-service features that measurably improve CSAT/NPS and operational efficiency

* Strong analytical skills with experience querying data (SQL or advanced Excel) and building dashboards (Tableau or Power BI) to monitor AHT, FCR, transfer rate, and cost per contact

* Practical understanding of contact center operations and process optimization, including queue design, escalation paths, and change management that minimizes disruption

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